Specifications include, but are not limited to:The primary objective is to secure a partnership with a Help Desk Services vendor for assistance in providing after-hours technical support to the Angelo State University (ASU) community including faculty, staff, students (on-campus, off-campus, and distance education), emeritus faculty, retired staff, applicants, parents, and vendors as an extension of the existing Service Center to provide 24/7/365 technology support. Additionally, ASU is reviewing various ITSM software tools to utilize for managing requests, incidents, changes, and problems according to ITIL standards. The tool must have workflow capability, configuration management database (CMDB)/service catalog, reporting, and store knowledge base articles. 3.2 Project DetailsAngeloStateUniversity’s d e p a r t m e n t o f I n f o r m a t i o n T e c h n o l o g y c u r r e n t l y m a n a g e s a S e r v i c e C e n t e r providing support services to campus in one physical location. Users and staff communicate with these Service Center via phone calls, emails, online support tickets, remote logins, and walk-ins. The Service Center operates Monday through Friday, 7 a.m. to 6 p.m. This team primarily supports faculty and students, but also supports staff as well. The Service Center operates 55 hours per week, leaving 113 h o u r s a w e e k n e e d e d f o r “ a f t e r h o u r s ” s u p p o r t , n o t i n c l u d i n g t h e a d d i t i o n a l h o u r s n e e d e d t o c o v e r University closings such as holidays and inclement weather, when we will require our “after hours” vendor to provide coverage to ensure 24/7/365. This would include complete coverage from Christmas Eve t h r o u g h N e w Y e a r ’ s Day. Technical staff is monitoring the University systems and will alert the “after h o u r s ” v e n d o r o f s y s t e m i s s u e s a f f e c t i n g c u s t o m e r s . T h e t e c h n i c a l s t a f f i s o n -call for outage situations
